Refund policy

1. The online store nu-me.lv sells food products – cakes, desserts, cookies, and other confectionery products. Certain products require a specific storage temperature (frozen or chilled products).
2. According to the Regulations of the Cabinet of Ministers of the Republic of Latvia No. 255 "Regulations on Distance Contracts" (hereinafter – Regulations No. 255), the Buyer cannot exercise the right of withdrawal and return the product in the following cases:
   • 2.1. The product is custom-made according to the Buyer's individual order, choice, or personalized instructions (Regulations No. 255, Paragraph 22.3);
   • 2.2. The product is perishable or expires rapidly (applicable to fresh confectionery products, Regulations No. 255, Paragraph 22.4);
   • 2.3. The Buyer has opened the product packaging or disrupted the product's cold chain storage (the product has been defrosted). Due to health protection and hygiene reasons, such products cannot be accepted back and re-released into circulation (Regulations No. 255, Paragraph 22.5).
3. These restrictions on the right of withdrawal do not affect the Buyer's statutory right to file a claim regarding goods that do not comply with the terms of the contract (defective goods), if at the time of delivery the product:
   • 3.1. is visually or physically damaged;
   • 3.2. does not match the placed order;
   • 3.3. is unfit for human consumption (expired at the time of delivery);
   • 3.4. has damaged manufacturer's packaging;
   • 3.5. substantially does not match the description, quantity, or other essential characteristics specified in the online store.
4. Upon receiving the order (from a courier or at a pickup point), it is the Buyer's responsibility to immediately check the condition of the goods and packaging. If a non-compliance or damage is detected, the Buyer is requested to contact the Seller as soon as possible (preferably within 24 hours) by writing to the email address: [indicate email address].
5. When submitting a claim, the Buyer shall provide:
   • 5.1. First name, last name, and contact information;
   • 5.2. Order or invoice number;
   • 5.3. Product name and batch number/expiration date;
   • 5.4. Description of the defect or non-compliance;
   • 5.5. Photo documentation clearly showing the damage to the product or its packaging.
6. Until the claim is reviewed, the Buyer must ensure that the product is stored in its original packaging and at the temperature regime specified by the manufacturer (in a freezer for frozen products) to prevent complete spoilage of the product, unless storage poses an immediate hygiene risk.
7. The Seller shall review the claim and provide a written response within the procedure prescribed by the Consumer Rights Protection Law (within 15 working days). If the claim is justified, the Parties shall agree on one of the following solutions:
   • 7.1. replacement of the product with a new, compliant product;
   • 7.2. a refund of the paid money amount;
   • 7.3. a proportional price reduction or another mutually acceptable solution.
8. If a refund is approved, the Seller shall process it within 14 days from the date of the agreement, using the same means of payment as the Buyer used for the initial transaction.
9. The Seller is not responsible for any deterioration in product quality if it occurred after the product was handed over to the Buyer (e.g., due to improper transport, unauthorized defrosting, re-freezing, or violation of storage conditions).
10. The Buyer may cancel the order before its production or preparation for delivery by contacting the Seller immediately. If the production of an individual order has already started or the product has already been handed over to the courier, cancellation of the order is not possible.
11. Dispute Resolution: If the parties fail to reach an agreement, the Buyer (consumer) has the right to turn to the Consumer Rights Protection Centre of Latvia (PTAC) or use the Online Dispute Resolution platform (ODR platform).